Andri Knight II
Petersburg
Summary
Professional with extensive experience in call center operations and leadership. Skilled in team collaboration, conflict resolution, and performance management. Strong ability to adapt to changing environments and drive team success through strategic planning and effective communication. Known for reliability, problem-solving, and fostering positive work culture.
Overview
11
11
years of professional experience
Work History
Call Center Team Lead
Virginia League of Conservation Voters Education
07.2018 - 07.2020
- Led team of agents to enhance customer service quality and response efficiency.
- Developed training programs to improve agent performance and retention rates.
- Implemented new call routing system, reducing average wait times for customers.
- Analyzed call metrics to identify trends and recommend process improvements.
- Monitored agent interactions, providing constructive feedback for continuous improvement.
- Responded to team support questions quickly to maintain call center efficiency.
Business Owner
Awesome Press, LLC
03.2009 - 08.2019
- Developed and implemented operational strategies to enhance customer engagement.
- Managed daily business operations, ensuring efficient workflow and service delivery.
- Established vendor relationships, negotiating favorable terms for products and services.
- Analyzed market trends to refine product offerings and improve competitive positioning.
- Utilized digital marketing tools to increase online presence and drive sales growth.
- Collaborated with community partners to enhance brand visibility and outreach efforts.
Medicare Customer Service Representative
General Dynamics Information Technology Inc
10.2016 - 10.2017
- Resolved complex inquiries regarding Medicare benefits and enrollment processes.
- Guided customers through eligibility verification and claims submission procedures.
- Developed training materials to enhance team knowledge on Medicare policies.
- Collaborated with cross-functional teams to improve customer experience initiatives.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Improved call center performance by consistently maintaining a high level of professionalism and productivity.
Resident Assistant
Intercept Youth Services
10.2010 - 10.2012
- Facilitated conflict resolution among residents, promoting a harmonious living environment.
- Assisted in organizing recreational activities, enhancing resident engagement and community building.
- Monitored resident behavior and well-being, ensuring adherence to policies and procedures.
- Collaborated with staff to implement individualized support plans for residents' personal development.
- Managed front desk operations during assigned shifts, assisting visitors with inquiries while maintaining accurate records of residence hall activities.
- Maintained accurate records of resident interactions and incidents, fostering transparency and accountability.
Education
Bachelor of Arts - Business Administration
Virginia State University
Petersburg, VA05-2002
High School Diploma -
Seoul American High School
Yong San, Korea06-1998
Skills
- Team management
- Escalation handling
- Workforce planning
- Coaching and mentoring
- Attention to detail
- Customer relations
- Driven and determined
- Quality assurance
Timeline
Call Center Team Lead
Virginia League of Conservation Voters Education
07.2018 - 07.2020
Medicare Customer Service Representative
General Dynamics Information Technology Inc
10.2016 - 10.2017
Resident Assistant
Intercept Youth Services
10.2010 - 10.2012
Business Owner
Awesome Press, LLC
03.2009 - 08.2019
Bachelor of Arts - Business Administration
Virginia State University
High School Diploma -
Seoul American High School
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